On this page 9 steps
GET READY
Before you start
- Included access
- Included with the AI products
- Trident product
- Insights or Automation (Act)
- What this does
- Changes supported records after review and approval
- An unresolved Trident problem or a direct request for a package.
- The existing issue context. Diagnostic collection and package generation require a supported installed capability; direct Neptune contact remains available without it.
Draft design, not evidence that a diagnostics package generator is installed. You decide what to share. Package generation does not send a ticket or transmit information; contact Neptune yourself. If Trident cannot connect or generate the package, use direct support.
IN YOUR AI CONVERSATION
Start with this request
Using Trident, prepare a support package for this unresolved problem. Keep the issue context and troubleshooting already completed.
Adapt the example to your own records and outcome. The guide does not run the request.
FOLLOW THE WORKFLOW
One step at a time.
Read what happens, what you provide and the result to look for. Use the step reference when you need help.
- 01
SUPPORT-01
Start the Support Collector
Ask to prepare a Trident support package, normally after an unresolved troubleshooting session.
Your part
Say: “Using Trident, prepare a support package for this unresolved problem.”
Look for this result
The package preparation starts from the existing issue context.
Need help at this step?
You may request this directly. If the connection is broken, contact Neptune without a package.
- 02
SUPPORT-02
Confirm the issue summary
Review the goal, expected result, actual behavior and impact already collected.
Your part
Correct the summary only where needed.
Look for this result
The package has an accurate human-readable issue summary.
Need help at this step?
Do not repeat information already established during troubleshooting.
- 03
SUPPORT-03
Identify Skill, version and step
Record the Skill ID, installed version and affected step when applicable, or the general Trident function involved.
Your part
Confirm the workflow reference or identify a non-Skill issue.
Look for this result
The correct affected capability is recorded.
Need help at this step?
The website guide version may differ from an installed version; do not confuse a selected step link with an execution trace.
- 04
SUPPORT-04
Collect scoped diagnostics
Where supported, gather only relevant, sanitized product and execution evidence such as versions, timestamps and correlation references.
Your part
Review what categories of data will be included.
Look for this result
Relevant diagnostic context is assembled for review.
Need help at this step?
Do not include passwords, tokens, credentials or unrestricted raw logs.
- 05
SUPPORT-05
Capture reproduction information
Describe the smallest known sequence that reproduces the problem and the expected versus actual result.
Your part
Confirm steps already identified; add missing details if useful.
Look for this result
Neptune can understand how the problem occurred.
Need help at this step?
If the issue is intermittent, say so; do not invent a reliable reproduction.
- 06
SUPPORT-06
Record troubleshooting already attempted
Carry forward checks, corrections, retries and their outcomes from Trident Help.
Your part
Review the list of prior attempts and add anything important.
Look for this result
The receiving specialist can avoid repeating completed troubleshooting.
Need help at this step?
Preserve existing context instead of sending the customer through the same failed steps.
- 07
SUPPORT-07
Review the diagnostics package
Read the support summary and inspect included evidence before creating or sharing the package.
Your part
Remove unrelated or sensitive details and approve the content for sharing.
Look for this result
The proposed package is understandable and customer-reviewed.
Need help at this step?
Any optional screenshots should be supplied and reviewed by the customer.
- 08
SUPPORT-08
Generate the diagnostics package
If your installed Trident version supports the collector, create a portable file containing the approved summary and structured evidence.
Your part
Save the generated package where the product indicates; confirm the file exists.
Look for this result
A portable package is available for customer-controlled delivery.
Need help at this step?
The collector and file-generation capability are planned; follow your installed version's actual available functions. Generating never sends it.
- 09
SUPPORT-09
Contact Neptune Support
Call or email Neptune with the issue summary and reviewed package. If no package can be generated, contact Neptune anyway.
Your part
Use the published Trident support contact details and attach or reference the package as appropriate.
Look for this result
A human support request is initiated by you with useful background.
Need help at this step?
The website does not submit a ticket automatically. Do not assume a package was transmitted.
WHEN YOU FINISH
The expected result
A customer-reviewed support summary and, when supported, a portable diagnostic package ready for you to share by phone or email. Nothing is submitted automatically.
KEEP THE NEXT QUESTION FOCUSED
Where to go next.
← Back to Skills & TrainingTRN-006 · Guide/draft Skill version 0.1 · Reviewed 2026-11-04. Confirm the installed Skill version when reporting an execution problem.